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020 7248 3569 | hello@tomhixson.co.uk

Frequently asked questions

How do I order online?

Once you have registered your details online you will be eligible for delivery. This can be done before or during the ordering process.

Is there any variation on product weights?

The weight of each individual product can vary slightly. The uniform weight you see on our website is under the average weight therefore you’ll always be getting more meat for your money.

Is there a minimum order?

There is no minimum order.

How much does delivery cost?

Orders under £100 will be charged £15 for delivery. Orders over £100 will be free of charge.

Where do you deliver to?

We deliver throughout the UK. Unfortunately our freshness promise cannot be fulfilled in remote areas. As a result we cannot deliver to the Scottish Highlands (including XS, IV, KW, AB and PA40 postcodes), Northern Ireland and Channel Islands.

When will I receive my delivery?

We are committed to a 2 day turnaround from when you placed your order. Please see details below:

  • Order by midday Sunday and the earliest delivery date is on Tuesday
  • Order by midday Monday and the earliest delivery date is on Wednesday
  • Order by midday Tuesday and the earliest delivery date is on Thursday
  • Order by midday Wednesday and the earliest delivery date is on Friday
  • Order from Thursday (pm) until midday Saturday and the earliest delivery date is on Tuesday**
 

*Subject to availability of delivery slots and remote area delivery restrictions.

**Bank Holidays – If the Bank Holiday is a Monday then the first available delivery date for the week will be the Wednesday. If the Bank Holiday is a Friday the earliest delivery date will be on the Tuesday.

Delivery can take place between 7.30 am and 4.30 pm.

You also have the option to order up to 30 days in advance.

How is my order delivered?

Your order will be safe and secure within our specially designed delivery boxes. They are made up of four critical components which make sure it reaches you just how it left us - completely fresh. 

  • Hydrated gel ice sheets – purposefully designed to guarantee your produce arrives cooled and as fresh as the day it was cut.
  • Self-insulating silver lining – our state of art boxes are fitted with specialised silver lining which keeps your goods perfectly chilled for 72 hours.
  • Bubble wrapping – your produce is enclosed within dense bubble wrap to ensure it is not damaged during transit.
  • Layered box – 3 times the strength of ordinary models, our boxes are specifically designed to carry and protect your meat.
 

All these sections are reusable and recyclable.

What do I do if there is a problem with my order?

We take every precaution to make sure you can your order fast and fresh. However if there is a problem please call us on 020 7248 3569 and we’ll do our upmost to solve it as soon as possible.

What do I do if my order hasn’t been delivered?

In the rare event that your order has not been delivered please contact customer services on 020 7248 3569.
Please note deliveries are made on weekdays between 7.30 am and 4.30 pm.

Do I need to be in to sign for my delivery?

 If you are not sure you’ll be in please leave special instructions during the order process. As perishable goods the delivery needs to completed on the first attempt. Therefore if no one is in please give instructions of a secure location the order can be left. Our temperature controlled boxes will ensure your order will stay chilled for up to 72 hours.   

Can I return goods?

It is extremely unlikely you will be unsatisfied with your goods as each item has to pass strict checks before being dispatched. In the rare situation you discover a problem please contact customer services on 020 7248 3569. We will find you a solution as soon as possible.

Do I have to order online?

If you are having trouble ordering online we have a dedicated customer services team who can guide you through the process. If you would prefer to place your order over the phone please call 020 7248 3569 or send an email to hello@tomhixson.co.uk.

What payment options do I have?

We accept a variety of different cards (Delta, Visa Electron, Mastercard and Visa). We also accept payment via Paypal.

Can you give us any cooking tips?

We’d love to hear from you if you have a special recipe for one of our products! Please email hello@tomhixson.co.uk with the details of your creation and we’ll find a home for it on our What’s Cooking page.

Need more help?

Please contact our dedicated customer services team on 020 7248 3569 or alternatively email us at hello@tomhixson.co.uk. We’ll get back to you as soon as possible.